Customer Support Team Lead – Overnight

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🔥 12 hours ago

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Mudflap

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚗 Transport

💸 Finance

🤝 B2B

💰 Pre Seed Round on 2018-11

Transport • Finance • B2B

Mudflap is a fast-growing provider of fuel cards and a discount fuel app in the United States. The company offers drivers and fleets a way to save on diesel at over 2,700 truck stops nationwide by using the Mudflap Fuel Card and App, which come with no fees and significant discounts per fill-up. The Mudflap network is the largest diesel discount network in trucking and is recommended by a significant majority of carriers, owner-operators, and small fleets. The service also includes a partnership program for truck stops. Mudflap supports its users with a comprehensive app and card dashboard, FAQs, and customer support. The Mudflap Fuel Card is accepted wherever Visa is accepted, allowing for broader use and convenience for fleet managers and drivers.

📋 Description

• Lead the team supporting truckers while the world sleeps • Be obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction • Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly • Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets • Monitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedback • Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork • Translate agent feedback into actionable steps to improve the agent and customer experience • Be an exemplary role model for the team, living out our values and modeling agent best practices • Serve as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability • Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

🎯 Requirements

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents • Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system) • Recent customer support experience, preferably in a fast-paced environment • Proven ability to lead projects, improve processes, and enhance the customer experience • Strong written and verbal communication skills • A proactive, data-driven problem solver with strong critical thinking skills • A natural leader who can turn ideas into action and drive results • Curious, humble, and eager to learn with a growth mindset • Comfortable adopting new technology and leveraging tools to work more effectively

🏖️ Benefits

• Competitive salary and equity in a high-growth startup • Multiple health benefit options • Responsible Time Off • 401(k) matching • Opportunities and support for major career growth • Annual Company offsite event (Mudfest!)